Acceptable Use Policy

Why this policy exists

The Service places real calls to real people over shared carrier networks. One workspace that sends unwanted calls can get numbers blocked, harm the reputation of other customers' calls and put our carrier relationships at risk. This policy sets out what is and is not allowed. It forms part of our Terms of Service, and an owner of your workspace accepts it in the app before your first outbound call. "We" and "us" mean the company named on this page, "you" means the business that holds the workspace, and the Service means our dialer and call-center platform.

You are responsible for the conduct of everyone who uses your workspace, including agents, supervisors, admins and API integrations.

Lawful calling only

Every call you make through the Service must comply with the laws and carrier rules that apply to it, wherever you and the person you call are located. In the United States, that includes the Telephone Consumer Protection Act, the Telemarketing Sales Rule, the Truth in Caller ID Act, and state telemarketing, registration and calling-hours laws. If you operate in other countries, their rules apply as well. Nothing in the Service, and nothing in this policy, is legal advice.

No robocalls or spam

You may not use the Service to:

place calls that play an artificial or prerecorded voice, including voicemail drops, without the consent the law requires;
place autodialed calls to mobile numbers without the consent the law requires;
send high volumes of unsolicited calls, or calls designed to end in a few seconds, to generate callbacks or to test numbers;
run one-ring schemes, traffic pumping or any other scheme that profits from call volume rather than conversations.

The Service plays a prerecorded voicemail message only to contacts marked with express written consent, or when your workspace has recorded an attestation that you hold the consent required. You must not record an attestation that is untrue.

Upload and call only numbers you have a lawful right to call. Do not use lists that were scraped, bought or shared without the consent the law requires for your calls. Record each contact's consent accurately in the Service, including its type and source, and keep your own evidence of it. When someone withdraws consent, stop calling them promptly.

Campaigns can require a minimum level of consent before a lead is dialed. Set that requirement to match the law that applies to your calls, and do not change consent data to get around it.

Do-not-call

You must scrub your lists against the national and state do-not-call registries that apply to you and keep your own internal do-not-call list. The Service checks your workspace's do-not-call list and our platform-wide list at import, when a lead is picked and before each dial. It does not check national or state registries on your behalf, so import them if you rely on the Service to enforce them.

Honour every opt-out request, whether it comes from a conversation, a disposition or the press-9 prompt in the safe-harbor message. Opt-outs recorded in the Service are added to your do-not-call list automatically.

Calling hours

Call contacts only at times the law allows in their location. For campaigns, the Service dials only between 08:00 and 21:00 in every time zone the contact could be in, and some states are stricter. Keep time zones and addresses accurate, and do not edit them to reach contacts outside their allowed hours. If your admin allows agents to override a calling-hours warning on a manual call, overrides must be justified and are recorded.

Abandoned calls

When a customer answers and no agent is available, the call counts as abandoned. You must keep abandoned calls within legal limits, which in the United States means no more than 3 % of answered calls for each campaign over a 30-day period. The Service's pacing controller aims below that limit and falls back to progressive dialing when a campaign approaches it. Do not configure campaigns, or restart them under new names, to get around those controls.

Every abandoned call must hear a message that identifies the seller and gives a number to call back, with an option to opt out. Power and predictive campaigns cannot start until you provide a seller name and a callback number, and the information you provide must be accurate. Let every call ring for at least the time the law requires before it is abandoned.

Caller ID and spoofing

Display only numbers that you obtained through the Service or are otherwise authorised to use, with accurate caller-name information. You may not spoof caller ID, display a number to mislead or defraud anyone, or rotate through numbers to avoid call blocking or spam labels. Complete business verification with accurate information and keep it current. Respond promptly to requests from carriers, regulators or industry groups to identify the origin of a call made from your workspace.

Recording and monitoring

Record calls only where you have the consent the law requires. In jurisdictions that require the consent of everyone on a call, use the recording disclosure or obtain consent another way. Tell your own staff that calls may be recorded and that supervisors may listen, whisper or join calls, as the law in your location requires.

Emergency services

The Service cannot place calls to 911, 112, 999 or any other emergency number, and it must not be used or relied on for emergencies. You may not use the Service to make false reports to emergency services, to call emergency or public-safety administrative lines in order to harass or overload them, or to tie up any line that emergency responders depend on.

No harassment, fraud or deception

You may not use the Service to:

threaten, harass, abuse or intimidate anyone, or call someone repeatedly in a way intended to annoy them;
impersonate a government agency, a business or a person, or misrepresent who you are or why you are calling;
run scams, collect payment or personal data under false pretences, or make deceptive offers;
collect debts in ways that debt collection laws prohibit;
transmit unlawful content, or content that infringes someone else's rights.

Protecting the Service

You may not share logins between people, use one seat for several agents, or work around seat counts, usage allowances, trial limits or API rate limits. You may not probe or test the Service's security without our written permission, interfere with its operation, reverse engineer it, or resell access to it without an agreement with us. Keep API keys secret and revoke any key you believe has been exposed.

Monitoring and enforcement

We monitor outbound traffic automatically for patterns that suggest abuse, such as unusually high call volumes per seat, a high share of failed or very short calls, or unusually many distinct destinations. When a workspace crosses our thresholds, outbound calling is paused automatically and owners are notified by email. Inbound calling is not affected. Only we can lift the pause, after a review in which we may ask about your lists, your consent records and your calling practices.

If we believe this policy has been broken, we may also warn you, pause outbound calling, suspend or reclaim phone numbers, suspend the workspace or end your subscription, depending on the seriousness of the breach and the risk to the people being called. Carriers may block or label calls independently of us. Where we can, we will explain what happened and what you need to do.

Reporting abuse

If you believe the Service is being used to break this policy, including if you received unwanted calls from a number provided through the Service, contact us using the details shown on this page. Include the number that called, the date and time, and what happened.

Changes to this policy

The version date of this policy is shown on this page. When we make material changes, workspace owners will be told in advance and asked to accept the new version in the app.